Product, Compatibility & Version Information

Performance Related Support

Providing general guidance on performance improvements and best practices (no system specific tuning)

Troubleshooting issues reproducible on a clean project and with "out of the box" Sitefinity functionality and API

Remote Assistance

The Sitefinity Tech Support team can suggest remote sessions for the purpose of observing the reported behavior on the customer's environment. These sessions are initiated by the Tech Support Engineer applying best judgment into determining the best approach for progressing the case through resolution. Customer will have the responsibility and control of the session

Phone Assistance

Sitefinity Phone Assistance is available for all new Sitefinity license sales. Some legacy license plans (e.g. Standard Edition) may not have access to phone support. If your license does not currently include Phone Assistance, please contact our Sales Team to discuss upgrade/renewal options

What is Not Covered

For areas that fall outside the scope of Technical Support, we recommend that you work with our certified Sitefinity Solution Partners and consult with our Professional Services for guidance and audit of the solution architecture and performance best practices.

Below are items explicitly defined as outside the scope of support. However, if something is not explicitly mentioned in either the "What is Covered" or "What is Not Covered" sections, it is assumed to be not covered. Ask your Support Engineer or a Support Manager to clarify as needed.

Code Provided By Technical Support Or Sources Other Than What Was Installed With The Product

Sitefinity Technical Support provides support (based on the What Is Covered section) for what is installed with the product (3rd party products excluded). During the course of developing a work around to a specific customer question, Technical Support may provide code to the customer that may be customized to meet the customer's needs. This code is provided with no guarantee it will work in future versions of the product. In addition, customers often obtain code from other sources, such as GitHub. This code was not installed with the product and is therefore not supported by Sitefinity Technical Support.

Audits

Sitefinity support service does not include auditing your site/code for any purpose (recommendations, etc)

Custom Implementation for Client Requirements

Providing custom implementation

Implementing a solution using customer-written code or applications

Project Upgrades

Sitefinity support service does not include upgrading client projects. We may provide assistance on upgrade-related questions and post-upgrade issues and in doing so, may request the client’s original (pre-upgrade) project version in order to investigate the experienced problems

Project Migration

Sitefinity support service does not include migrating legacy Sitefinity projects or migrating from one database platform to another. We may provide assistance in the form of guidance on best practices, sharing available resources, or helping resolve post-migration issues related to Sitefinity product and its API

Refactoring & Debugging Custom Code

While in the process of debugging a Sitefinity issue Support will analyze the project code to identify if it is the root cause, however, we will not perform general debugging or refactoring to improve overall code quality

Debugging Environmental Issues

When facing environmental issues, Sitefinity Support may ask you to reproduce the problem on another environment or on an in-house controlled environment. If the issue does not replicate on a controlled environment, this is considered outside of the scope of the Sitefinity support service. In this case we may propose our best practices approaches, and offer clients advice based upon general knowledge, however additional assistance falls outside the scope of support

Remote Debugging Client Issues

Remote assistance does not cover implementing, debugging or modifying the project code or environment. During these sessions the Tech Support Engineer might observe the project configuration and may suggest modifications to it. It is up to the client to apply these changes offline

General Environment & Networking Tasks

Disaster recovery planning

Overall environment architecture planning

Proactive monitoring of the application environment

Database health checks or optimization

Administrating, configuring or debugging the customer’s system or network

Third-Party Product Support

Recommending, assessing or troubleshooting third-party products

Supporting files or contributions not created with Sitefinity, or supporting files from 3rd parties,
Communities or Professional Service

Customization

Providing Training

Support for Trial/Evaluation Licenses

Technical support during product evaluation is provided by our pre-sales engineers and we encourage you to contact us through your sales representative with any questions you may have prior to purchasing the product.

Providing Direct Access to Development Staff

Disclaimer

The information provided on this and related page(s) is intended to outline Progress’ general Sitefinity support services and Sitefinity product features. It is intended for informational purposes only and should not be relied upon when making any purchasing decision. Please see the Sitefinity End User License Agreement for details, limitations and exclusions.

See also

Progress, Telerik, and certain product names used herein are trademarks or registered trademarks of Progress Software Corporation and/or one of its subsidiaries or affiliates in the U.S. and/or other countries. See Trademarks for appropriate markings.